Best Buy & Geek Squad Policies

[jmdub85]

I purchased a brand new (not open box) LG 47LM6700 3 weeks ago.  The TV has developed a black line that extends down from the top of the screen 3/4 of an inch.  I went to the store and asked them what I should do and was told to bring it back for an exchange.  I took the TV in yesterday and was told that because the TV is damaged it is not returnable because it cannot be resold.  There is NO physical damage to the television at all.  The damage is all internal.  Even if the LCD panel is cracked, it can be due to other factors than impact.  I have seen other articles online regarding TV's cracking on their own and it does happen due to things like over tightening the screws that attach the LCD panel to the fram causing cracks from the edge (just like my TV) and things in the TV getting overly hot.  The store basically said that I broke this TV and that even if I didn't break it I can't prove it so I am stuck with it.  They did admit that they can't prove that I did break it but that doesn't matter.  I guess the store just wins these disputes by default.  I also should add that this TV is mounted and that it was functioning perfectly for an entire week after being mounted.  Nobody has touched the TV since and nothing touched the TV when it all of a sudden started displaying this defect and there is nothing in any position that could fall on the set.  If something had hit the set there would be visible damage on the frame and screen front but there is not.  I am not arguing that the LCD panel is damaged, but don't like being accused of doing the damage myself.  I have installed many flat screen TV's (part of my job) and have never damaged one yet.  I called customer support and was told the same story that I can't return this set because it is broken and I am stuck with it.  Do I have any option here other than legal action?  I am not in a position to spend $1500.00 on a TV that is broken.  I will never buy anything from Best Buy again if this isn't resolved.

[Ryan-BBY Senior Social Media Specialist]

Hello jmdub85 -

Allan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[deusexmachina Valued Contributor]

There is an insanely small percentage of Plasma TVs that can crack due to gas expansion and such... not LCD/LEDs. Any cracks on these is due to physical damage and no store would return physically broken product. Take a picture of the crack and post it here... it'd be pretty easy to tell what happened.

[jmdub85]

I was watching the TV when the crack appeared.  It had been attached to a wall mount for a week when that happened.  When it broke nobody was within 10 feet of the TV.  If I had cracked the TV taking it out of the box or hanging it, it would have shown the crack from the beginning which is not the case.  As I said in the original post, there is NO physical damage on the TV, just a line internally on the LCD panel.

[LiquidTension87]

Who wall mounted it? Is it possible that the wall mount brackets were screwed too tightly to the back of the tv?

[Allan-BBY Community Connector]

Hi jmdub85,

After only owning this TV for three weeks being upset that it is damaged, and the store cannot exchange it for you, is completely understandable.

The store is correct that we would require any item being returned or exchanged to be in like-new condition, and if this TV is damaged it would not qualify for our return or exchange policy.

I would like to see if there is anything we can offer in this matter, and I am sending you a private message to gather some personal information. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,

[jmdub85]

Allan,

I responded to your PM a couple days ago but haven't heard anything back yet.  Just wanted to confirm you got my message.

Thanks

[Allan-BBY Community Connector]

Hi jmdub85,

I replied to your message.

Thanks,